Users not receiving emails

Hello,

Thank you for reaching out and providing all the details.

I’ve reviewed the screenshots you shared, and from what I can see in the logs, the automation seems to be working correctly on ShopMagic’s end. Could you please double-check if the emails might be landing in your spam folder or another category, such as “Promotions” or “Offers”? Sometimes emails are delivered successfully but are filtered by email clients.

Unfortunately, I currently don’t have access to the system report and logs you’ve uploaded to Google Drive (I need permissions to view those files). I’ve already sent a request for access. Once I’m able to review those documents, I’ll be in a better position to help further.

Please let me know if you manage to find anything in your email folders in the meantime!

Kind regards,

I’ve given you permission to view the logs.

It does seem like the emails are being sent, but not received. I’ve sent test emails to multiple email hosts (gmail, outlook, yahoo, etc.) and none are receiving the emails. They aren’t going into spam or junk or promotions or anything else. We are using the default WordPress mailer so maybe that is the issue. But our other emails coming from us (woocommerce receipts, emails from our ticketing system, etc.) are delivered fine.

We may try setting up a mailer using the WP Mail SMTP plugin.

Thanks for looking into this.

Hello,

Thank you for granting access to the logs and system report. After reviewing the details, I’ve identified a few key points that could explain why the emails are not being received.

Automation Is Not Always Triggering Due to Filter Conditions

• The logs indicate that the “Order Items” filter is failing in multiple instances.
• This means that the automation is triggered, but the system is checking the order contents and determining that it does not meet the conditions to proceed with sending the email.
• You may need to double-check the filter settings in ShopMagic and confirm that the product IDs or conditions are correctly set.
• As a test, try removing the “Order Items” filter temporarily and see if emails start going through.

Some Emails Are Successfully Triggering but May Not Be Delivered

• There are logs showing that some automation processes do complete successfully, and emails are queued for dispatch.
• However, since they are not being received, this suggests an issue with email delivery rather than ShopMagic execution.
• Since WooCommerce receipts and ticketing system emails are delivered fine, it’s possible that the default WordPress mailer is being blocked or marked as unauthenticated by email providers. Please veryify this with your hosting provider.

Recommended Next Steps

Review and adjust the “Order Items” filter in ShopMagic. If possible, test with the filter disabled to check if emails send.

Also, please try switching to WP Mail SMTP to send emails. Since WordPress’s built-in mail function often lacks proper authentication, setting up WP Mail SMTP with a verified mail provider (e.g., Gmail, SendGrid, SMTP relay) can help ensure proper email delivery.

Check the email logs (if enabled) in WP Mail SMTP after sending test emails. This will confirm whether the emails are actually being sent out from your server.

Please let me know if you need any further assistance.

Hello,

I haven’t heard from you in a while, so I’m marking this thread as resolved. Please don’t hesitate to open a new one if you encounter other issues while using our plugin.

Have a fantastic day,